Clerk Customer Svc Ofc

Clerk Customer Svc Ofc

Provides assistance to CPS Energy call center, walk-in center and outsource partner for Workforce Management and maintain employee information of various system. Support data requests for report updates, answers routine customer inquiries, bill print receipts, and maintains office supplies.

Tasks and Responsibilities

• Accurately processes customer request for agency assistance, bill reprints, and other routine questions in a timely fashion.
• Directs customers to appropriate departments for specialized services or CPS Energy website.
• Accurately processes time off requests and absence reporting.
• Real-time monitoring of customer queues and team availability.
• Maintains employee lists in systems for call center, walk-ins, and outsourcer.
• Data entry for regular budget and Customer Service reports.
• Maintain Call Duty lists and other ad hoc schedules.
• Provide support to Workforce Management Analysts and Customer Service Admin.
• Receives and distributes mail.
• Processes customer correspondence via mail or fax.
• Provide support to other Customer Service Centers as needed.
• Maintains office forms such as rebated and customer programs.
• Compiles and reviews all customer program application before mailing to the appropriate department.
• Updates basic customer information.
• Contracts appropriate departments for maintenance issues or system issues.
• Performs other duties assigned.

Minimum Skills

• Experience in clerical office environment.
• 25 wpm typing skills.
• Proficient 10 key skills.
• Proficient in Microsoft Office package, including word processing, spreadsheets, database, presentation software and electronic mail.
• Proficient in a Windows environment.
• Ability to maintain confidentiality of customer information and documents.
• Ability to work in a fast-paced environment.
• Valid Class C Texas Driver's License.

Preferred Qualifications

• Bilingual desired

Competencies

• Building and Supporting Teams
• Demonstrating Initiative
• Serving Customers
• Delivering High Quality Work
• Adapting to Others
• Working Safely

Minimum Education

• High School Diploma or Equivalent

Required Certifications

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business related events.

Physical Demands

• Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.